The Senior Office Technology Support Analyst is responsible for providing comprehensive, operational and strategic IT service to the Houston office. Due to the nature of the role, the team is currently requiring on-site presence five days per week.
Job Duties & Responsibilities
- Support all aspects of the IT function within the New York office, including IT infrastructure, computer equipment and peripherals, printers, A/V, telephones, mobile devices, etc.
- Maintain a high level of white glove customer service support for all end-users in Houston, paying particular attention to the needs and requirements of the office's VIPs ensuring they are fully supported.
- Provide appropriate reports on IT service issues to Global IT leaders and the Director of Administration.
- Collaborate with global teams and other IT Departments where required to deliver a secure, evolving and reliable IT experience for all end-users.
- Respond promptly and effectively to user inquiries, troubleshooting hardware, software, network, AV and telephone issues.
- Keep abreast of the latest developments and trends within IT and keep up to date with technological and industry updates.
- Maintain accurate records of all Service Desk interactions and assist local and global analysts in making sure these details are captured concisely and accurately.
- Create, maintain and review knowledge base articles and departmental documentation.
- Participate and contribute to team meetings locally and globally.
- Assist with and coordinate the planning, scheduling and execution of computer equipment installations, office moves, imaging and upgrades where required.
- Help maintain inventories and all stock including but not limited to; laptops, desktops, printers, mobile devices, printers, printers and all desktop-based IT peripherals.
- Assist with the setup, coordination, configuration and troubleshooting of AV equipment for meetings, conferences and events.
- Be a point person for off-site setups including but not limited to, local Partner Retreats/Conferences, Partner events, and home setups as required.
- Work with 3rd level support diagnosing and troubleshooting escalated issues.
- Must have schedule flexibility to work different shifts during normal business hours and occasional after-hours and weekend support when required by Firm, office or department priorities.
- Perform other duties as assigned.
Education
Required
- Bachelor's degree and technical certifications in lieu of a college degree
Preferred
Skills and Experience
Required
- 4-5 years of experience providing direct IT support to customers, preferably in a law firm.
- 4-5 years+ of experience in configuring, installing and maintaining PC operating systems and related hardware devices.
- Demonstrable knowledge of various telecom systems and A/V equipment.
- Ability to effectively present information verbally and in writing.
- Must have superior judgment and the ability to deal discreetly with confidential information.
- Ability to always interact well and professionally with all levels and departments.
- Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.
- Strong attention to detail.
- White glove customer service experience.
- Must be flexible and willing to work additional hours as needed.
Preferred
- ITIL V4, CompTIA A+ and Network+ are a plus.
- Prior experience in a professional services environment is required; experience in a regional office of a global law firm is preferred.
Salary InformationNY Only: The estimated base salary range for this position is $100,000 to $120,000 at the time of posting.
The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is exempt meaning it is not overtime pay eligible.
Simpson Thacher will not sponsor applicants for work visas for this position.#LI-Onsite
